Manage a Routing Control

Routing controls often need updated or changed to meet the varying needs of a contact center's daily activities. When the need arises, a designated Humanify Portal user with access to Routing Controls can edit any of the ten routing control types, as described below, to get the necessary results.

Routing Control types:

• Date/Time – Used to set a specific date and time for a planned messaging task to start.
• Date/Time Range – Used to set a specific date and time for a planned messaging task to start and end.
• Number – Used for creating intelligent routing decisions such as the longest call in queue.
• Percentage – Used for percentage allocation to a different provider or number.
• Schedule – Used to set up both normal and special schedules.
• Switch – Used to control access to special routing services.
• Switch or Default – Used to control access to special routing services.
• Table – Used to control access to special routing services.
• Text – Used for entering a phone number to forward a call to after hours.
• Throttle – Used for throttling call volume to different queues.

Accessing the Manage Control Interface

Locate the control you need to manage and access the Manage Control interface by doing the following:

1. Click the Actions button.
2. Select Manage to access.

Using the Manage Controls Interface

The Manage Control interface differs for each type of control. Click on a control type linked below for additional details on how to manage each specific type:

• Manage a Date/Time Control
• Manage a Date/Time Range Control
• Manage a Number Control
• Manage a Percentage Control
• Manage a Schedule Control
• Manage a Switch Control
• Manage a Switch or Default Control
• Manage a Table Control
• Manage a Text Control
• Manage a Throttle Control

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